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Deskside Support Technician / Desktop Support Technician / Onsite IT Support Technician

Salary undisclosed

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Dice
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Job Description

Job Description

Hello Professionals, I hope you are doing well!

This is RASHEED AKBAR from "Amaze Systems Inc." and I have the following position. Please let me know if you are interested / have anyone. Thanks!

POSITION#: 1030757

Position: Deskside Support Technician / Desktop Support Technician / Onsite IT Support Technician (L2 Support Hands & Eyes Support)

No. of Positions: 02
Work Location: Rochester, Michigan / Kalamazoo, Michigan (ONSITE)

Duration: Long-Term Contract

Client / Implementer: HCL

Required Skills: Min. 4-7 years of experience in IT Support, Deskside / Desktop Support, Break Fix, IMACD's, Data Migration, Refreshes and health checks, Break Fix, Deskside Support, IMACD's, Data Migration, Refreshes and health checks, Lift weight up to 30lbs, CompTIA A+ or equivalent etc.

Shift Timing: Flexible Rotating Shifts

Pay Rate: $20-25/hr on W2 (depends on exp.)

Job Description: As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end-users, peers, and managers, primarily face-to-face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including Audio Visual, Network, and Servers.

As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end-users.

Required Experience:

  • 4-7 years of experience in Service delivery and End-user hardware and software
  • Configuration troubleshooting.
  • Experience with various desktop systems, operating systems, and diverse technical environments.
  • Excellent customer service orientation and verbal communication skills.
  • Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
  • Ability to install software for and troubleshoot a wide range of applications.
  • Analytical thinking and problem-solving ability.
  • CompTIA A+ certification or equivalent certification
  • Flexible for travelling to remote sites or cluster
  • Should be able to lift weight up to 30lbs at waist level.

Desired Qualifications:

  • BS/BA in Computer Science, Information systems, or an equivalent combination of education.

Key Roles and Responsibilities:

  • Manage a team of 25-30 technicians across locations
  • Manage the reporting of SLAs, Adherence of SLA and contract
  • Manage shift and shift planning including on call roster
  • Manage Resource productivity
  • Enable the team with training and development
  • Ensure security compliance
  • Ensure sufficient inventory level is managed across locations
  • Ensure all service request and incidents are resolved before agreed service levels
  • Plan and execute any move request or project work
  • Lead the team by providing technical and process assistance to below activities
  • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
  • Perform Break Fix, Deskside Support, IMACD's, Data Migration, Refreshes and health checks
  • Perform onsite updates, Configuration changes, or Software installations.
  • Provide onsite technical assistance to end users by visiting their desk location
  • Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
  • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
  • Perform end-user support related security and controls and compliance related tasks such as
  • Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
  • Coordinate with Level-3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
  • Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
  • Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
  • Provide On-call support if required outside business hours on a rotational basis.

Best Regards,

Rasheed Uddin Akbar | Talent Acquisition Specialist
Amaze Systems Inc.

USA: 8951 Cypress Waters Blvd, Suite 160, Dallas, TX 75019

Canada: 55 York Street, Suite 401, Toronto, ON M5J 1R7

Desk#: +1 (669) 336-4352

Email: [email protected] | www.amaze-systems.com/

LinkedIn: https://www.linkedin.com/in/akbarrasheed/

Amaze Systems is an Equal Opportunity Employer (EOE), and does not discriminate based on age, gender, religion, disability, marital status, race and also adheres to laws relating to non-discrimination on the basis of national origin and citizenship status.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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